4 Customer Experience Design Principles to Follow

Having a good customer experience design is one of the things that will attract more clients to use your platform, website or software. When the customer experience is designed and developed according to the expectation of the client, then the customer will have an easier time when accessing the platform. It can be very challenging to design a customer experience that is in accordance with the expectation of the user.

4 Customer Experience Design Principles to Follow

1. Discover

You will need to find the best approach to the design of the customer experience. Here, you will deal with the combination of the defining and measure stage. You will need to develop a project charter and measure the customer experience via various techniques.

You can measure the customer experience via the actual face-to-face interview. The interviews can be carried out to the employees and the customers and you can also monitor the behavior of the customers. Ensure that you are aware of their patterns on the platform or website and also, you will want to know what they say or think about the prototype.

2. Understand

Another thing that you will need to do is to understand the customers and know what they are expecting. The principle of understanding is all about gathering the information from the Discover stage and attempting to determine the patterns. Generally, it is all about understanding the patterns that lead to a positive or a negative customer experience. When you have a record of the relevant information, you will want to share it with all the related stakeholders. The stakeholders will entail the management team and other vital substitutes that are in the organization. This will range from the department of Operations, marketing, product development, sales, customer service and more.

After the team has reviewed the information, it will be time to develop the theme of the company. The theme is basically a practice that will need the major stakeholders to define the customer experience. This will be done by developing three words that act as the definition of the new customer experience and how it is expected to be.

The three words of the theme can be very challenging to come up with since they are expected to clearly define the customer experience design. This should be easy for the customer to interpret, without having many problems.

3. Build

Another principle that follows the progress is to build. This is all about deciding the suggestion and ideas of implementing the new theme of the company that has just been created. The ideas or suggestions that you come up with must improve the customer experience.
A number of ideas are suggested and they are put into practice. Each idea will be tested to see its success in the platform. You can apply the ideas to determine the active most active customers. This will also help to identify the needs and wants to build an entertainment solution. You will also understand the entertainment solutions that offer the best profit margins for your company.

The customer experience design and process enhancement blending will take place at the general view of the continuous improvement. The timing is a very vital aspect to keeping in mind since you will be able to deliver the needed services for your platform. You can work with a reliable team of the stakeholders, for the sake of brainstorming the ideas to enhance the customer experience. You can have the customer experience to be designed in a way that it will offer more information to the user. The design of the customer experience must be made with an aim of making the user learn more when using it. The user must always have a reason to use the prototype or website.

You can also apply the Job Description of the Customer Experience. This type of job description will vary from the traditional job description. This one will outline the roles of the employee and how they should execute them in order to have a positive customer experience.

The Customer Experience Job Description will define the best way to interact with the customer, along with the role that are relevant to the theme created. It will also describe the primary aspects of the employee’s role. You might have found it challenging to get things working together for your employees. A number of companies will have a customer experience job description that will outline the tasks and duties that you will be required to execute. A few companies will define to the employees the tasks that they are to execute.

4. Deploy

The fourth principle, which is supposedly the final step is to implement or deploy what you have strategized. This is all about implementing the customer experience design, as you leverage the tools that you have described initially. What you will need to consider when you are Deploying is the training of the employees. You should also leverage the metrics to determine the enhancement that has been executed. You will also share the success that you achieved with the management team and carry on with the tweaking of the customer experience whenever there is an opportunity.

It can take more time to build the design of the customer experience. It will also take more time to build the resources and come up with other financial commitments that will help you make profits. The best thing to do is to gather live data. This can be done by speaking to the customers and applying some tools and techniques that are used in the Discover principle. You can watch the trend in the dashboard to determine how the platform or website is faring on. Nonetheless, you will get more accurate results when you hear what the customers has to say about the customer experience. Talking to a customer and knowing what they have got to say is a very vital factor that you will need to consider.


You should always keep in mind that it is all about the expectation of the customer. The entire process of the customer experience design is detailed, but these principles can help you achieve a better result.

Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.